> ## Documentation Index
> Fetch the complete documentation index at: https://documents.xobito.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing Issues

> Payment failures, coupon troubles, unexpected charges, downgrade limits, and cancellation questions.

Billing issues fall into a handful of categories. This page walks each one with clear steps.

<Note>
  Billing happens in two places:

  * **Xobito subscription** — your monthly/yearly plan, charged by Xobito.
  * **Meta conversation fees** — per-conversation charges from Meta for sending WhatsApp messages, charged by Meta.

  Confusing the two is the single most common billing question we get.
</Note>

## Payment failed

**Symptom:** Your subscription renewal didn't go through. You received an email titled "Payment failed".

### Why it usually happens

<AccordionGroup>
  <Accordion title="Card expired">
    The most common cause. Check the expiry on your stored card.
  </Accordion>

  <Accordion title="Insufficient funds">
    Especially for debit cards — make sure the balance covers the renewal.
  </Accordion>

  <Accordion title="Bank declined">
    Banks sometimes flag subscription renewals as suspicious. Call your bank.
  </Accordion>

  <Accordion title="3D Secure challenge">
    Some regions require you to authenticate each renewal. Xobito emails you a link to complete the challenge.
  </Accordion>

  <Accordion title="Incorrect billing postal code">
    The postal code on your Xobito card doesn't match what your bank has on file.
  </Accordion>
</AccordionGroup>

### Fix

<Steps>
  <Step title="Go to Settings → Billing → Payment Method" />

  <Step title="Update your card">
    Enter a fresh card or corrected details.
  </Step>

  <Step title="Click 'Retry payment'">
    At the top of the Billing page. The renewal is retried immediately.
  </Step>

  <Step title="Check your email">
    A successful retry generates a new invoice and a success email.
  </Step>
</Steps>

### What happens if retries keep failing

Xobito retries automatically up to three times over five days:

* **Day 0** — first attempt fails, email sent.
* **Day 1** — retry.
* **Day 3** — retry.
* **Day 5** — retry.
* **Day 5+** — workspace flipped to **read-only** until you fix billing.

Read-only means you can log in and see data but can't send messages or start new campaigns.

<Warning>
  Data is not deleted during read-only. You have 90 days to resolve billing before the workspace is scheduled for deletion.
</Warning>

## Coupon not working

**Symptom:** You enter a coupon code and get "Invalid code" or the discount doesn't apply.

### Fix

<Steps>
  <Step title="Check case sensitivity">
    Coupons are case-sensitive. `WELCOME20` is different from `welcome20`.
  </Step>

  <Step title="Check for whitespace">
    Trailing spaces (common when copy-pasting) invalidate the code. Delete and retype if in doubt.
  </Step>

  <Step title="Check expiry">
    Most coupons expire. The validation response tells you if it's expired.
  </Step>

  <Step title="Check plan eligibility">
    Some coupons only apply to specific plans (e.g. "Growth or higher", "Annual only").
  </Step>

  <Step title="Check usage limit">
    Single-use coupons only work once per account. Shared coupons may have an overall cap.
  </Step>
</Steps>

<Tip>
  Still stuck? Email [sales@xobito.com](mailto:sales@xobito.com) with the code — we can check whether it's valid on the back end.
</Tip>

## Unexpected charges

### "My Xobito invoice looks right — but I also got charged by Meta / Facebook"

Yes. Meta charges you separately for **WhatsApp conversations** based on category and country. This is not an error.

| Who charges what                              | Charged by | Where to see                    |
| --------------------------------------------- | ---------- | ------------------------------- |
| Xobito subscription (plan fee)                | Xobito     | Xobito → Settings → Billing     |
| WhatsApp conversations (per-conversation fee) | Meta       | Meta Business Manager → Billing |
| WhatsApp phone-number lease (if applicable)   | Meta       | Meta Business Manager → Billing |

Meta's charges vary by country and conversation category (Marketing, Utility). Some categories are currently **free** under Meta's promotions — check the latest [Meta conversation pricing](https://business.whatsapp.com/products/platform-pricing).

### "I was charged more than my plan this month"

**Most likely:** You exceeded a usage limit — extra staff seats, extra contacts, extra campaigns — and overages were added.

<Steps>
  <Step title="Open the invoice">
    Billing → Invoices → click the invoice.
  </Step>

  <Step title="Read the line items">
    Each line shows what was charged. Overages are labelled "Additional ..."
  </Step>

  <Step title="Upgrade to avoid overages">
    A higher plan often works out cheaper than overages if you're consistently over.
  </Step>
</Steps>

### "I was charged after I cancelled"

If you cancelled **mid-period**, you keep access until the period ends but you aren't charged again. If you were charged after cancelling, one of these happened:

* Cancellation didn't go through — check that the banner says "Subscription cancelled".
* You reactivated and forgot.
* The charge is from Meta (conversation fees), not Xobito.

Email [support@xobito.com](mailto:support@xobito.com) with the invoice and we'll investigate.

## Plan downgrade limits

**Symptom:** You try to downgrade and get a message like "Downgrade blocked — you have 8 staff, but the target plan allows only 5".

### Why

Downgrading to a plan with lower limits is only allowed when current usage fits within those limits.

### Fix

Xobito shows a **pre-downgrade checklist**. Work through it:

<AccordionGroup>
  <Accordion title="Too many staff">
    Go to **Team → Staff** and remove agents you no longer need. Their chat history remains; only access is revoked.
  </Accordion>

  <Accordion title="Too many contacts">
    Delete contacts you no longer need — see [Contact Issues → Bulk delete](/troubleshooting/contact-issues#bulk-delete).
  </Accordion>

  <Accordion title="Too many automations / bot flows">
    Deactivate or delete automations you don't use.
  </Accordion>

  <Accordion title="Feature restrictions">
    Some features are locked on lower plans (e.g. advanced analytics). You can still downgrade but lose access to those features.
  </Accordion>
</AccordionGroup>

Once every item is green, the **Downgrade** button is enabled.

<Tip>
  Downgrades take effect at the **end of your current billing period** — not immediately.
</Tip>

## Cancellation questions

### "Can I pause my subscription instead of cancelling?"

For most plans, yes. Go to **Billing → Change Plan → Pause subscription**. A pause:

* Stops future charges.
* Switches the workspace to read-only.
* Preserves all data and settings.
* Lets you resume at any time with one click.

Pause is not available on annual plans — for those, cancel and reactivate when needed.

### "Will you delete my data if I cancel?"

No — not immediately. You have **90 days** of read-only access to export whatever you need. After 90 days, the workspace enters a deletion queue and is permanently removed.

### "Can I get a refund?"

Refund policy depends on when you paid and which plan:

* **Monthly plans** — no refund for partial months; access continues until period end.
* **Annual plans** — pro-rata refund within the first 30 days only.
* **Disputed charges** — email [billing@xobito.com](mailto:billing@xobito.com) with the invoice.

### "How do I export my data before cancelling?"

<Steps>
  <Step title="Export contacts">
    Contacts → Export → All.
  </Step>

  <Step title="Export chat history">
    Chat → Export → pick date range.
  </Step>

  <Step title="Export campaigns">
    Campaigns → (each campaign) → Export report.
  </Step>

  <Step title="Export templates">
    Templates → Export — you get a JSON file.
  </Step>
</Steps>

See [FAQ → How do I export my data?](/troubleshooting/faq) for more.

## Invoice questions

### "I need the invoice addressed to a different company"

Update your billing info **before** the invoice is generated:

<Steps>
  <Step title="Go to Billing → Billing Info" />

  <Step title="Update the company name, address, and tax ID" />

  <Step title="Save">
    Future invoices use the new details. Past invoices can often be re-issued — email [billing@xobito.com](mailto:billing@xobito.com).
  </Step>
</Steps>

### "I need a VAT / GST invoice"

Enter your tax ID under **Billing → Billing Info**. Future invoices include the tax breakdown and your tax ID. For past invoices, email [billing@xobito.com](mailto:billing@xobito.com).

### "The invoice is missing from my list"

Invoices are generated when a payment is processed. If a renewal didn't go through (see [Payment failed](#payment-failed)), no invoice is created.

## Receiving multiple billing emails

**Symptom:** You or your colleagues get billing emails you don't want.

Only the **Billing contact** on your workspace receives billing emails.

<Steps>
  <Step title="Go to Billing → Billing Info" />

  <Step title="Update the billing email">
    Set it to the one person / shared inbox that should receive billing notifications.
  </Step>

  <Step title="Save" />
</Steps>

Staff can also opt out of non-billing emails under their own Profile.

## Contact billing support

For any unresolved billing issue:

* Email **[billing@xobito.com](mailto:billing@xobito.com)** with your workspace name and the invoice number.
* Response time: 1 business day.

## Related

<CardGroup cols={2}>
  <Card title="Billing & Subscription" icon="credit-card" href="/settings/billing-subscription">
    The full billing guide.
  </Card>

  <Card title="FAQ" icon="circle-question" href="/troubleshooting/faq">
    Frequently asked questions.
  </Card>
</CardGroup>